Responsibilities for the Call Centre Manager Job
The Call Center Manager (also known as Contact Center) is responsible for:
The daily running and management of the call center through the effective use of resources.
Meeting, and possibly setting, customer service targets as well as planning areas of improvement or development.
Ensuring that calls and emails are answered by staff within agreed time scales and in an appropriate manner.
Mentoring, coaching, evaluating coordinating, and motivating call center staff.
Assisting in Staff Recruitment.
The day to day running of the Call Center.
To oversee the optimal performance of the Call Center.
Maintain constant communication of floor needs, wants, concerns and plans.
Forecasts Manpower planning based on inbound/outbound call volume
Create and implement strategies to decrease errors in quality control and train for future effectiveness.
Work with all individual on daily basis to optimize campaign targets by adjusting and ensuring proper utilization of manpower and technology.
Track against projected forecast.
Monitor employee attendance and shift changes.
Coordinate all floor supervisors
Skills and Competencies Required
Interpersonal Effectiveness: Understands oneself, effectively manages emotions, listens and communicates with respect, and builds trusting relationships.
Leads Positively: Leads by example to cultivate a climate of motivation, positive energy and meaning in work.
Assesses, selects, recognizes, develops, and empowers diverse talent.
Accountability: Meets established expectations and takes responsibility for achieving results; encourages others to do the same.
Qualifications for the Call Centre Manager Job
Bachelor’s degree in a relevant field from an accredited University/College required.
At least 3 years’ managerial experience in a busy call/contact center environment.
Worked at Supervisory or Managerial level in a Call Center environment for at least 2 years
Ability to provide effective leadership to a large team
Ability to train and mentor individuals and/or a group
Ability to interact at a high level with clients and internal leadership
Ability to manage and provide feedback to all types of individuals
Ability to adapt to an ever-changing environment
Ability to create training documents
An attractive and competitive salary structure on offer.
